? Issue Overview

In some situation, Multiple communication channels  can be created between a Suprema device and a Synergis Cloud Link. 

This may occur when upgrading from Middleware Version 1 to Plugin Version 2, or during device re-registration, potentially leading to communication errors, synchronization issues, and unexpected access behavior. .

You can check the number of channels per device in:
Config Tool > Access Control > Cloud Link > Peripherals

⚠️ Common Scenarios That Cause the Issue

1. Upgrading from MW Version 1 to Version 2 Plugin

  • In Version 1, even if you remove the Cloud Link connection, the associated channel might not be deleted from Cloud Link.

  • When the same device is registered in Version 2 and assigned to Cloud Link, an additional channel is created.

2. Device Re-registration After Deletion

  • If a device is deleted from the plugin without unassigning it from the Door Configuration and/or Cloud Link channel:

    • The channel remains in Cloud Link.

    • Upon re-registering the device and assigning it again to Cloud Link, a new channel is created—resulting in multiple channels for the same device.

❗ Potential Issues Caused by Multiple Channels

1. Web Error and Communication Delay

  • Cloud Link attempts to communicate with both current and outdated channels.

  • This causes Web Errors and may introduce delays in device operations.

2. User Synchronization Failure and Access Anomalies

  • When multiple channels exist, user synchronization can fail.

  • The device may still generate Access Rule events during authentication, but the door could still unlock improperly, resulting in a security risk.

✅ Resolution Steps

  1. Identify Active and Old Channels
    Go to:
    Config Tool > Access Control > Cloud Link > Peripherals

    • All communication channel will be shown.

    • Old (inactive) channels appear in red.

  2. Delete Old Channels
    Navigate to:
    Config Tool > Access Control > Cloud Link > Hardware > RIO tab

    • Find the old channels not currently in use.

    • Delete the old channel(s) to ensure only one active channel exists per device.

? Best Practice

Before deleting a Suprema device from the plugin, always:

  • Unassign it from any Door Configuration

  • Unassign it from Cloud Link channels

This prevents ghost channels and ensures stable operation of Cloud Link communication.